At ZAIGRA, every personalized figurine is created specifically for you using the photos, details and instructions you provide.
Because personalized products are made specifically for an individual customer, different return rules apply compared with standard, non-personalized products.
Personalized Products
ZAIGRA figurines created from your photos are personalized products made specifically for you.
For this reason, the standard 14-day right of withdrawal applicable to many online purchases does not apply to goods made to the consumer’s specifications or clearly personalized, subject to applicable consumer law.
This means that a personalized figurine cannot normally be returned simply because you changed your mind after ordering.
This does not affect your statutory rights if your product is defective, damaged or otherwise does not conform to your order.
Preview & Approval Before Printing
We want you to know what we’re going to create before your figurine is printed.
Once your personalized 3D design is ready, we’ll send you a preview for approval.
You can:
Approve the design — and we’ll proceed with production.
or
Request a correction — one correction is included with each figurine before printing.
Once you approve the final design and production begins, further design changes are no longer possible.
Cancelling an Order
If you contact us immediately after placing your order and we have not yet started creating your personalized design, please contact us at office@zaigra.com.
Where cancellation is still possible, we’ll confirm this with you and arrange the appropriate refund.
Once work on your personalized product has begun, cancellation may no longer be possible because the product is being created specifically for you.
Changes & Corrections
Each personalized figurine includes one correction before printing.
A correction is intended for reasonable adjustments to the design based on the original photos and instructions provided with your order.
A substantially different concept — for example, changing the entire pose, clothing, style or design after the original model has been created — may be treated as a new design rather than an included correction.
We’ll always explain this before any additional charge is made.
Damaged During Delivery
Every ZAIGRA figurine is carefully checked and securely packed before shipping.
If your figurine arrives damaged, please contact us as soon as possible at office@zaigra.com and include:
- your order number;
- clear photos of the damaged figurine;
- photos of the packaging;
- a short description of the problem.
We’ll review the issue and provide an appropriate solution in accordance with your applicable consumer rights.
Please keep the product and its packaging until we have reviewed your claim.
Something Isn’t Right With Your Figurine?
If you believe the figurine you received is defective or does not correspond to the approved design or your order, contact us at office@zaigra.com.
Please include your order number and clear photos showing the issue.
We’ll review your case and, where appropriate, arrange a remedy in accordance with applicable consumer law.
Refunds
Where a refund is due, it will normally be issued using the same payment method used for the original purchase, unless another method is agreed with you.
The time required for the refunded amount to appear in your account may depend on your bank or payment provider.
Need Help?
If you’re unsure whether your order qualifies for cancellation, correction, replacement or refund, contact us:
Please include your order number whenever possible so we can find your order quickly.